Kevin Sterling

Manager, Customer Experience|

Sutherland Global

Jan 2021 - Jan 2025 (4 years 1 month)

• Lead a team of over 24 Quality Analysts with 2 QTL covering 4 accounts with multiple Lines of Business, ensuring that the client expectations are maintained daily • Sustenance of Continuous Improvement Framework geared towards KPI upliftment in both the Quality and Service Delivery Departments • Sustenance of the Critical Alert Process - allowing Service Delivery the opportunity to curve and eradicate mid to bottom low performing agents' areas of opportunity • Implement and manage calibration sessions both internally and externally to ensure that uniformity and transparency are achieved with our various processes • Reducing the variance (Calibration) between auditors to industry standards of +-5% • Implemented the F.M.E.A (Failure M

Quality Assurance Manager|

Concentrix

Jan 2018 - Jan 2021 (3 years 1 month)

• Lead a team of 20 Quality Analysts and one (1 ) QTL covering 4 Lines of Business, ensuring that the client's expectations are met daily • Creation and implementation of various Standard Operating Procedures geared towards the success of the Quality Department • Creation and implementation of the QA bonus structure (PBI) which aligns not only with the client KPI requirement but also with Concentrix's compliance alignment • Conduct, participate, and implement calibration sessions both internally and externally to ensure that uniformity and transparency are achieved with our various processes • Point Of Contact (POC) for the site for the CAA process, which aligns with working with the Operations team hand in hand to reduce process and p

Quality Assurance/Customer Success Manager|

Itelbpo

Jan 2015 - Jan 2018 (3 years 1 month)

• Oversee a team of 22 Quality Analysts covering 14 business units, ensuring that the client expectations are met daily • Creation and implementation of various Standard Operating Procedures geared towards the success of the Quality Department • Creation and implementation of the "Junior QA Program" which allows the process of promotion from within to become seamless and process-driven • Conduct, participate, and implement calibration sessions both internally and externally to ensure that uniformity and transparency are achieved with our various processes • Creation and implementation of the QA rewards program, which allows the Analysts alongside the agents to feel motivated and empowered to always strive for excellence • Scorecard cr

Account Manager|

Great HealthWorks

Jan 2011 - Jan 2015 (4 years 1 month)

• Creates and implements various operating procedures to ensure the effective use of manpower to adequately cover the daily tasks given. • Manage a team of 60 agents with 5 Team Managers from an operations standpoint. • Conduct weekly one-on-one sessions to ensure all KPIs are attained. • Quartiling, performance management, and accountability processes are streamlined. • Monitor both the Supervisors' and IBO's (Independent Business Owners) performances on a weekly, monthly, and yearly basis, focusing on areas of opportunity. • Perform and assist in the recruiting process for IBOs to fill vacancies within the department. • Ensure that the Key Performance Indicators (KPIs) set by the client are consistently met. • Report daily m

CSAT Manager (Customer Satisfaction Manager)

Teleperformance

Jan 2008 - Jan 2011 (3 years 1 month)

• Implement effective SOPs ensuring clients' KPIs are met on a weekly, monthly, and yearly basis. • Report real-time and periodically, the center's statistics to overseas clients. • Ensures the morale of the agents within the account is kept on a positive note. • Creation and implementation of various activities, parties, games, competitions, and methods that will allow positive contributions to the center's progress. • Conducted purchasing and performed inventory for items bought for auctions and various giveaways for the Agents' varied activities. • Conducts periodic training sessions with the Supervisors and Agents to keep them abreast of the Clients' expectations. • Presented the centers' statistics in our Quarterly B

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Customer Service Representative (Email/Chat Agent)

West Indies Call Center

Jan 2005 - Jan 2008 (3 years 1 month)

• Initiated Conversations with customers • Kept the customer's online accounts up to date • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers. • Addressed customers courteously using suitable methods and problem-solving skills. • Utilized problem-solving techniques to identify solutions for complex customer inquiries.

Customer Service Representative (Voice/Email/Chat Agent)

Conduent

Jan 2002 - Jan 2005 (3 years 1 month)

• Calculated claim payments for customers and Service Providers • Educated customers about health plan coverage services and options through Chat, voice calls, and Emails. • Provided doctors with a summary of the services covered by the patient's health plan • Responded to telephone/Email and chat inquiries and complaints. Implementing FCR by utilizing standard operating procedures. • Demonstrated excellent customer service skills by promptly responding to inquiries and resolving customer issues.

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